The questions everyone asks first.

Both, and we're specific about which is which. The AI layer meets every contact instantly on any channel and captures the details. A trained human specialist owns anything complex, sensitive, or unresolved, and reviews the AI's work. You're never talking to a black box, and your customers are never stuck in one.

No — you're never served by a single person. Every plan is the AI layer plus a specialist pod. At Premium you get a dedicated day team — named specialists who own your account in business hours — and the shared pod carries evenings, overnight, and holidays. At Premium there's a live team around the clock, Monday to Saturday. On Starter and Growth every contact is answered any hour by the AI, a person picks it up inside your coverage window, and true emergencies get both the AI and a specialist inside your after-hours emergency window — 3 hours past closing on Starter, 5 on Growth, Monday to Saturday. Sundays are AI only at every tier, captured and reported to you Monday morning. Never a single point of failure.

An answering service answers the phone and passes you a message. OYNYX answers, qualifies, follows through to resolution, and reports what it all means. The answering service stops at the interaction. OYNYX owns the outcome — the follow-up, the retention outreach, the monthly Insights report. And the system compounds: the Playbook gets smarter, the AI gets more accurate, the Insights get sharper every month.

A VA is one person, remote, doing tasks you assign. Similar to hiring in-house but cheaper and with less control. The same gaps apply: one person, one shift, no system underneath, no compounding intelligence. OYNYX is a system with people inside it — not a person you have to manage.

A ten-section document built during onboarding that governs how our specialists and AI handle your contacts. Your voice, your rules, your escalation paths, your service definitions. It's not a script — it's the operating manual for your client experience. And it evolves monthly based on what the Insights data reveals.

OYNYX is built for businesses of all sizes, not a single industry. The Client Playbook adapts the service to your specific business — your voice, your processes, your escalation paths. Whether you're a professional services firm, a service-based company, or a growing operation that's outpacing its ability to keep up with inbound contacts, the system adapts to you.

OYNYX operates a blended team — onshore (US-based) and nearshore specialists, with the Operations Lead and leadership onshore. Every specialist is trained to the same Playbook standard regardless of location. The Client Playbook governs the voice and quality, not geography.

The AI layer responds instantly on every channel. Human specialist targets are the same on every plan: under 5 minutes for phone, under 2 minutes for chat, under 5 minutes for text and under 1 hour for email, with escalations acknowledged inside 15 minutes and everything resolved or escalated inside 4 hours. What changes with the plan is how many hours a week those targets are live, not how fast we are inside them. Targets run inside your coverage window; outside it the AI answers and the clock starts when your window reopens — except for emergencies. Where your Playbook classifies a contact as an emergency, the AI and a specialist both work it inside your emergency window: 3 hours past closing on Starter, 5 on Growth, and the whole shift at Premium, Monday to Saturday. On Sundays there is no live team at any tier: the AI answers, classifies and captures everything, follows your Playbook’s emergency path, and a specialist reports it to you Monday morning. Exact commitments are in your MSA.

Every AI interaction is reviewable by the specialist team. When the AI misroutes, misqualifies, or misses context, the specialist catches it during review and corrects the response. The Playbook updates based on these corrections, and the AI runs on the updated Playbook — so it does not repeat them. Over time, the error rate drops because the Playbook it runs on is refined from your real contacts, not generic scripts.

English is the primary language for all tiers. Spanish-speaking specialists are available. Additional language support can be discussed during onboarding based on your customer base.

Your line is never orphaned. Coverage is a pod plus an AI layer, not a single point of failure — if one channel or specialist is unavailable, the rest keep contacts moving. For a hard outage, contacts route to a documented fallback so nothing is silently dropped, and we notify you. Continuity specifics are set in your contract.

Yes — and better when it's planned. Tax season, HVAC summer, storm season: tell us in advance and we adjust your tier and staffing before the surge and build a seasonal protocol into your Playbook. A planned surge is different from an unexpected spike — planned, we scale with you; unexpected, your overage rate covers volume above your band until you move up a tier.

Starter is $4,500/month. Growth is $8,800/month. Premium is $23,500/month. Above 1,500 interactions a month, Enterprise is scoped to your volume and coverage — talk to us. Each includes the AI layer, a specialist pod, the Client Playbook, monthly Insights, and the OYNYX™ ClientConnect workspace, with your own login from your go-live day. Every plan also includes the structured hand-back of clean records to your team. The difference between tiers is volume, coverage window, channels, and Insights depth. See the full breakdown on the pricing page.

Any handled customer contact on any channel — a call, a chat, an email thread, or a text exchange. It's the single unit we price on because it's also what drives our cost.

Extra interactions are billed at a flat per-interaction rate defined in your agreement, and your monthly Insights shows exactly where you land. From Starter, moving to Growth pays for itself past about 530 interactions a month. Premium isn't a cheaper rate — it's more coverage: a named day team and a live overnight team, around the clock Monday to Saturday, with the AI holding Sundays.

No — because the scope isn't comparable. The answering service answers and passes a message. Starter includes an AI layer, a trained specialist pod, a Client Playbook, and monthly Insights with a recommendation — for about what a single in-house hire costs — and one hire cannot cover evenings, weekends, holidays or sick days. You're comparing a message slip to an operating system.

Month-to-month. Either side may end it on 30 days' written notice, and there is no cancellation fee. We don't lock clients in — the system retains clients because it works, not because the contract forces them to stay.

Give 30 days' written notice. There's no cancellation fee. Refunds for the current billing period are handled per your MSA terms. Upon cancellation, your data is available for export for 30 days.

We classify data into four tiers. Tiers A–C (contact details, conversations, work items) we hold in your account and they're exportable on request. Tier D (your system logins, payment cards, medical records, legal work product) stays in your own systems. We work in our own system and hand clean data back — we never reach into yours. Full details on the Trust & Security page.

Never. We don't ask for your logins. We don't access your CRM, calendar backend, email server, or any internal tool. We book appointments through a shared booking link you provide — a public URL, not a backend login. We hand data back through agreed channels. This is the design, not a limitation.

Yes — by assignment and contract today, by row-level database security at platform launch. Only the specialists assigned to your account can see your data. No other OYNYX team member can access your account without an explicit assignment, and every assignment is documented.

Yes. Full export in standard formats (CSV, JSON, PDF). No exit fee. No format lock-in. Today, export is fulfilled on request — when the ClientConnect platform launches, self-service export will be available directly through the workspace. Your data is yours — we hold it, we don't own it.

Only if you explicitly opt in. Anonymized, aggregated data use is opt-in only. Legal and healthcare clients are excluded by default — they cannot opt in. No individually identifiable data is ever used without written consent. Separately, and often confused with this: your Playbook and the AI’s instructions are updated from your own contacts, which is how the service improves. That is configuration, it stays inside your account, and it trains no model.

Not yet — and we won't claim it before it's true. The platform is being built to SOC 2 Type II controls, and we'll say so on our Trust & Security page when a formal audit is complete.

OYNYX operates under ABA Model Rules discipline. Rule 1.6 confidentiality applies — your client data is never shared, disclosed, or used outside the scope of the engagement. Rule 5.3 supervision applies — every specialist handling your contacts operates under Playbook rules reviewed and approved by your firm. We capture intake metadata (contact details, matter type, conflict-check identifiers) but we do not hold case files, legal work product, or documents containing legal advice. We never give legal advice — the scope wall enforces this as a critical-fail standard.

Not yet. There is no Business Associate Agreement (BAA) in place today and OYNYX does not accept Protected Health Information (PHI). The infrastructure is being designed for HIPAA compliance from the start — access controls, audit logging, encryption, minimum necessary standard. Before any health information is handled, OYNYX will operate under a BAA and PHI handling will follow HIPAA requirements.

OYNYX may record calls for quality assurance, specialist training, and dispute resolution. In states that require all-party consent (California, Florida, Illinois, Pennsylvania, Washington, and others), a disclosure is included in the Playbook greeting. You're responsible for confirming the disclosure meets your jurisdictional requirements. Call recordings are retained for 12 months and are never used for AI model training unless you've explicitly opted in.

Where required by law, yes. The AI layer includes a disclosure in the initial greeting. The specific language is defined in your Client Playbook. You're responsible for ensuring the disclosure meets the requirements of the jurisdictions where your customers are located.

You do. Your Client Playbook — your voice, rules, and process — belongs to you, and you receive a copy on request and at termination. It isn't locked inside OYNYX. That's stated in our Terms of Service (§5).

A DPA — yes, we offer a Data Processing Agreement to every client. A BAA — not yet: our current stack doesn't support a Business Associate Agreement for HIPAA-covered PHI, so we scope healthcare engagements so protected health information stays in your systems. HIPAA readiness is on the roadmap.

A managed professional network. You post a job, we match you with a vetted, rated, insured Professional. The job is tracked through six stages (posted → matched → accepted → in progress → completed → rated and settled), and performance appears in your monthly Insights report. Available at Growth and Premium tiers.

Yes — two ways. You can keep managing them outside the platform entirely, the way you do today. Or you can refer them onto PartnerConnect — OYNYX runs the same verification, and once they're on, their jobs are tracked, rated, and reported in your Insights the same way network vendors are. You can also mark them as your preferred vendor so they're offered your jobs first. The choice is yours — PartnerConnect adds the accountability layer, it doesn't replace your relationships.

When a Professional completes a job, OYNYX invoices you for the service cost — one line, one amount. The Professional invoices OYNYX at their rate, and OYNYX pays them in full. You never negotiate rates with vendors or chase invoices. You see one cost; the Professional gets paid their full rate.

Every Professional goes through verification: identity, insurance, licensing, service area, and background check where required. If any document lapses, they're automatically hidden from matching until renewed. The same standard applies to vendors you refer onto the network — no shortcuts.

Onboarding is planned as a two-week process. Onboarding includes a discovery call (your SOPs and workflows), Playbook construction, AI configuration, specialist training, channel connection, and a go-live test. The timeline depends on complexity — a single-location practice is faster than a multi-site operation.

Your current processes (even if they're informal), your contact channels (phone number, email, chat widget), your scheduling link, your emergency triggers, and your team's escalation preferences. We ask the questions during the discovery call — you don't need to prepare a deck.

Yes. ClientConnect doesn't replace your existing software. We work in our own system and hand clean data back through a channel we agree on during setup. We never ask for your logins. If your software is working for your team's internal operations, keep it. ClientConnect handles the customer-facing side.

The AI layer scales instantly — it handles any volume surge on first contact. Specialist capacity is managed by the pod structure. At Premium, the shared overnight pod provides live coverage around the clock, Monday to Saturday. At Starter and Growth, after-hours contacts are captured by the AI layer and worked by the day team at open. If your volume consistently exceeds your tier, we'll recommend a tier adjustment. Overage is billed at the per-interaction rate in your agreement.

If that's true, you may not need this. But consider: what's your after-hours answer rate? What's your real first-response time across all channels? How many leads went cold last month because follow-up slipped? What's your customer churn rate, and do you know why they left? If you can answer all four with data, your operation is strong. If any of those are gut feeling, ClientConnect Insights would show you the actual number — and that number is usually the beginning of the conversation.